cancel
Showing results for 
Search instead for 
Did you mean: 
TheCleaner
Stadia Player
Stadia Player

Stadia Returned Not Processed

Jump to Best Response
So shortly after my Founders Edition arrived I lost my job and had to return it. Everything went well until Google received my return package. They’ve had it since November 28th and have not processed the return. I’ve contacted Google Store support multiple times and all they keep saying is “our product specialist team” is looking into it” and someone will get back to you in 14-48hrs but no one ever has. It’s at the point where I’d just be happy to get it back since I don’t think the charges will ever be refunded. Anyone have any advice? @GraceFromGoogle @ChrisFromGoogle is there anyway You can assist?
1 Kudo
Best Response
GraceFromGoogle
Community Member

Hey there TheCleaner,

Thanks for bringing this my attention, and I'm sorry to hear about your situation. Would you mind providing the Case ID #s from your contacts with the Stadia Support team? Also, I kindly ask that you do not include any personal information in your response and keep it limited to the Case IDs #s only.

Thanks in advance,
Grace

View Best Response in original post

0 Kudos
9 Replies
Chufu
Platinum Stadia Guide
Platinum Stadia Guide

Sorry to hear that @TheCleaner, especially because you are in a problematic financial situation.

I would recommend you to contact the Google Store support again and mention your financial problem and also that you really need that money very soon. I am not sure if this would help, but I often read also in the forums for Google Play, etc. that it helps to put a bit more pressure on it.

Although it might also be that there is a problem with your refund and only their specialists can handle that, so maybe you just need to wait longer.

Hard to say therefore what to do, but if Google has received your package it shouldn't be a problem to receive the refund if there is no problem with that.

0 Kudos
TheCleaner
Stadia Player
Stadia Player
Thanks for the reply but I am now up to 5 tries with them. It has been one of the worst customer support experiences I have ever had. I have been in contact with my credit card to have them dispute the charge with Google but that takes time.
0 Kudos
GraceFromGoogle
Community Member

Hey there TheCleaner,

Thanks for bringing this my attention, and I'm sorry to hear about your situation. Would you mind providing the Case ID #s from your contacts with the Stadia Support team? Also, I kindly ask that you do not include any personal information in your response and keep it limited to the Case IDs #s only.

Thanks in advance,
Grace

0 Kudos
TheCleaner
Stadia Player
Stadia Player

No problem. This actually was finally resolved on Thursday. It’s so sad I actually had to return it as I ordered day 1 but I just lost my job on the 20th. So sad to lose all my founders goodies but didn’t really have a choice. I would say the support experience was not great during a time of extreme stress. Thank you for the reply @GraceFromGoogle. I appreciate it it a lot.

0 Kudos
GraceFromGoogle
Community Member

Thanks for the update @TheCleaner ! I'm really glad to hear that you were able to get things resolved. 

0 Kudos
Tito
Community Member
I'm getting the exact same "our specialist is looking into it" for longer than 11 days. In my case they didn't even gave me the appropriate labels so I can return it. I guess I should be ready to the second part of the nightmare (getting the refund) once I finally can return it. Terrible customer service, honestly...
1 Kudo
TheCleaner
Stadia Player
Stadia Player
I would recommend reaching out to Grace and/or the google/stadia twitter feed. It was a horrible experience. My favorite was the there is no way to escalate this line I was given. It would help if the website was ever updated with a real status of my return.
1 Kudo
Tito
Community Member

I already contacted tGoogle via chat several times

They opened 2 case ID, the first one was ignored despite I was told that they would send me the right return labels. The second one has been opened for 11 days and so far has an exchange of 13 emails where I keep being told about the famous "specialist"

I mentioned @ChrisFromGoogle @GraceFroomGoogle on reddit and didn't get any response (I can understand that as reddit is not their official forum)

I mentioned @GoogleStadia on Twitter several times because of this issue. The 3rd or 4th time I was asked to send them a DM, but they didn't even read yet (it's been 2 days since then)

Now I also created a thread on this forum explaining my issues briefly (hard to summarize so many attempts to get something done): https://community.stadia.com/t5/Payments-Billing/Trying-to-return-an-Stadia-Premier-in-UK-NIGHTMARE/...

 

Will something ever be done PLEASE? Does a customer service team exist at Google?

Do they really think I will be comfortable buying of the products on the google store again???

1 Kudo
TheCleaner
Stadia Player
Stadia Player

Their outsourced customer support was the worst I have ever dealt with. Absolutely atrocious. No empathy and the use of scripts was so apparent. Each call/chat was exactly the same. And like you multiple case ids that went no where and with no response. My next step was to have my credit card dispute the charges.

1 Kudo